Warmup

I have taken note of the complaint and wanted to supply a prompt reply to the matter.We are well aware of [redacted] s issues.Upon notification of the issues, we advised [redacted] via phone and supplied his installer with the troubleshooting equipmentThere is no cost to this and this is the support we offer to clients with installation issues [redacted] was speaking to our staff, then Regional Manager, and eventually, to me.Given ongoing difficulties to locate the source of the issue by the contractor, Warmup dispatched one of its employees to the job site at [redacted] s homeThis is uncommon as we are not contractors or cannot charge for this laborWe cannot reasonably be expected to rush to every job site where an issue arisesIt is most often installation-related and can be solved on-site (with our tools if necessary) by the contractor who charges for the workThe source of the issue was a slight damage to the cable that resulted in an electrical faultOur employee used the tool to locate the issue and left it to the electrician and tile contractor to complete the repair and tile work.The cable tested fine at that timeThough after the repairs were completed, the cable proved to be problematic againOur position is that the repair wasn’t completed properly.From Warmup’s perspective and based on our experience, this is an installation issueWe supply tools and phone support to assist contractors in resolving installation problemsWe cannot be expected to personally attend each job site with issues that are installation-relatedNo company in our line of work offers this service either and few offer the free tools and 24/technical assistance as we do.On 11/I offered [redacted] a free mat to replace the one his contractor installed, or continued support to his installer in resolving the problemI am in agreement with [redacted] that he deserves a heated floorBut it is a claim to be made with the installer, not the manufacturerWhen you are unhappy about your steak-frites at the restaurant, you don’t complain to the cattle-farmer, but to the chef[redacted] would like Warmup to replace the heating and the flooring in the bathroomI understand [redacted] s position and viewpoint, but we cannot be held financially responsible for installation issuesAnd quite frankly, our express warranty excludes such claims.I will reach out to [redacted] directly and attempt to coordinate one of our trusted independent electriciansRegis V [redacted] CEO